About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Service Desk Team Lead

Grade: 9

Location: Belgrade, Serbia

Position Summary & Key Areas of Responsibility:

Supports Supervisor in all Supervisory dutiesPosition works in a high volume, short cycle duration environment serving as the primary interface to internal and external customers and/or their agentsTroubleshoots undocumented problemsConducts service auditsPosition is dedicated to Call Management operations and/or request for escalationResearch and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management teamServes as a Subject Matter Expert for Incident Management processesConducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are metResponsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexityEnsures and enables assigned team in meeting Service Level AgreementsPosition is responsible for overall Incident Management system implementation and managementEstablish procedures for system maintenance, backup, testing, and daily operationsDatabase creation, maintenance, and integrityAuthors and edits user documentation, procedures, and instructionsCoordination of testing for new devices, incident handling procedures, etc. for certification before implementation in live environmentMay be requested to work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for serviceReceive and document service request and customer information; Ensure customer entitlement; Gather problem information and determine criticality;Follow tools, process and procedures as documented and posted in relevant databases (OKM, SharePoint etc)Suggest ways and means to motivate / improve assigned team's performanceCommunicate with the Account support teamsContribute as a team memberParticipate in management, team meetings and activitiesParticipate in objective setting, performance management, reward and recognition programsParticipate in special projects to continuously improve processes, tools, systems and organizationResearch and analyze operational effectiveness through interviews and metrics and provide input to management teamWorks constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.Other duties may be assigned.  Incumbent is responsible to attend all company mandated/recommended training courses.

Basic Qualifications

Excellent communications and interpersonal skillsStrong organizational acumenTechnical KnowledgeProficient in Excel and PowerPointExcellent verbal and written communication skillsSense for urgencyPC literacy; Keyboard proficiency; Understanding of Windows-based applications/toolsProblem solving and analytical skills.Relationship building skills; Excellent communication skills, verbal and written as well as listening skills

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”